Customer Adviser

Requirements

• The below competencies will be assessed at the indicated stage of the recruitment process:
• Application = A, Interview = I, Test = T, Presentation = P
• Experience of computer-based systems, applications, and keyboard skills. A, I, T
• Experience of working to set time scales. A, I
• Skills and Knowledge
• Ability to communicate with a wide range of people in a professional manner. I
• Ability to deal with difficult and distressed callers calmly and politely. I
• Ability to handle confidential, sensitive information and personal details professionally and in line with current legislation. I
• Commitment to customer care and equal opportunities. A, I
• Good numeracy and literacy skills. A, T
• Accurate data entry skills. A, T
• Excellent communication skills including a confident telephone manner. I
• Personal attributes
• Personal resilience in dealing with difficult and distressed callers whilst managing own wellbeing. A, I
• Flexible approach to hours of work . I
• What we offer in return
• Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Excellent pension scheme, life assurance, Health cashback plan and EAP
• Car Benefit Scheme and Cycle to Work Scheme (subject to affordability), and Season Ticket Loan
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Blue Light Card Scheme
• You Did It Awards - recognition awards from £100-250
• Many additional benefits
• Additional Information
• Supporting statements and anonymisation
• Equal opportunities & Disability Confident Scheme
• Reasonable adjustments
• Age UK is

Additional Information

Age UK is hiring Customer Advisers to join our National Advice Line! As a Customer Adviser , you will be playing an important role in this vital service; providing information and advice for older people in need, and signposting them, their families, carers and other professionals to relevant bodies that can help with their specific requirements. This is a rewarding but sometimes challenging role. You will speak to older people facing a wide range of situations, including loneliness, financial difficulty, and occasionally safeguarding concerns. If you are passionate about helping others while providing an excellent customer service, this may be the role for you. This role offers hybrid working between home and our offices in Blackpool or Ashburton (a robust home broadband connection is essential). The team work from the office occasionally, although this can be more if you prefer. You will need to live within an easily commutable distance of the office either by car or public transport, we suggest up to 1hr 30mins commute. The Advice Line is open from 8am to 7pm, 365 days of the year and you will be required to work a variety of shifts including some weekends and bank holidays. Full time contracts are for 35 hours per week. In your Supporting Statement, please include examples of how you meet the Must Have criteria below. Last date for applications Monday 13 July 2026.

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